Operations Director

Job Description

Job Description

Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are seeking a dynamic Operations Director to lead our Wichita site into its next chapter of success. This is not your typical call center leadership role. If you’ve run a hotel, managed multiple restaurants, overseen a busy construction site, or directed operations in a high-volume service environment, we want to hear from you. 

We’re looking for a proven leader who thrives on building high-performing teams, managing complex operations, and delivering exceptional customer experiences no matter the industry. 

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Responsibilities

Key Responsibilities:

• Lead, mentor, and motivate managers, supervisors, and frontline staff to consistently exceed operational targets. 
• Oversee budgets, P&L, and resource allocation to maximize site performance and profitability. 
• Champion a culture of accountability, collaboration, and service excellence. 
• Direct all site operations, ensuring efficiency, compliance, and exceptional outcomes. 
• Introduce and manage process improvements that boost productivity and elevate the customer experience. 
• Build and maintain strong relationships with clients, stakeholders, and community partners. 
• Manage quality assurance, productivity metrics, and workforce planning. 
• Design and execute strategic sales initiatives aligned with company goals. 
• Monitor and optimize KPIs, SLAs, and operational policies for peak performance. 
• Set and manage sales forecasts and performance objectives. 
• Establish best practices to maintain market competitiveness. 
• Develop strategies to ensure outstanding customer satisfaction across all interactions. 
• Conduct market research and competitor benchmarking to guide operational decisions. 
• Prepare performance reports and analyze sales trends to drive continuous improvement. 
• Foster a high-performance, engaged, and motivated team environment. 
• Oversee payroll accuracy and timely processing. 
• Manage building operations, including maintenance and site security. 
• Partner with corporate leadership to deliver strategic initiatives. 
• Perform additional duties as required.

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Proven senior leadership experience in BPO (preferred) , or in hospitality, retail, construction, logistics, manufacturing, or other large-scale operational environments. 
• Demonstrated success in leading teams of 100+ in fast-paced, results-driven settings. 
• Strong commercial and financial acumen, including P&L management . 
• Exceptional communication, decision-making, and problem-solving abilities. 
• Skilled at navigating change and adapting strategies to drive growth and performance.